Quality of Process Documentation in Government Organizations

Document Type : Original Article

Authors
Seyed Ehsan Malihi 1
Banafsheh Khorasanchi 2
1 Assistant Prof., Department of Industrial Engineering, School of Engineering, Kharazmi University, Tehran, Iran .
2 MSc. Department of Industrial Engineering, School of Engineering, Tehran North Branch, Islamic Azad University, Tehran.
10.22034/aimj.2020.122194
Abstract
How to implement business process in many organizations, especially government agencies, is described through documentation in the form of announcements, guidelines and circulars. Increasing the quality of process documentation makes it possible to avoid individual intentions, confusion and deliberate or unwanted inappropriate errors, and thus result in a better business process performance. Despite the importance of document quality in business process performance, very few models are available to determine the desirable level of documentation quality indicators and literature focuses more on defining information quality indicators. In response to this need in the public administration, in this paper, a model is proposed to determine the level of desirable quality of information indicators of documentation in business processes in accordance with process characteristics. This model is based on data collected from fifty-one processes in government agencies that have appropriate qualitative documentation. Collected data was clustered into five groups of homogeneous processes using one-time clustering based on “process characteristics” and one-time based on “process characteristics” and “information quality indicators of each process's documentation” together. Then the pattern in the “information quality indicators of process's documentation” is identified in each group.

Keywords

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Iranian Journal of Information Management
Volume 6, Issue 1 - Serial Number 10
September 2020
Pages 109-134

  • Receive Date 10 March 2020
  • Revise Date 04 April 2020
  • Accept Date 24 July 2020